Understanding Communication Recording Agent User Roles
User Roles provide access permissions to Users. For Communication Recording Agent, these Roles work together with Access Policies to provide granular permissions and access to specific calls. Where Policies are applied using call Filters and Claims to Users/Groups, Roles are given to individual Users to provide the base access and permissions required for their day-to-day, such as a manager needing access to their Agent's calls. The following Roles help you delegate access permissions across your users for the Communication Recording Agent:
Note
This is not an exhaustive list of the Roles available in Administration Platform. Documentation with a full list of available Roles will be coming soon.
Role | Description |
|---|---|
Account Administrator | Provides access to view and export all calls, and the ability to make changes to system configuration including User information and Roles, Organization Hierarchy, all Policies, Annotation Headers, Endpoint, and Storage Locations. |
Customer Service Agent | Provides access to view and export their own calls. The following additional User Role Attributes can be configured for a User with this role:
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Manager | Provides access to view and export all calls for their team. The following additional User Role Attributes can be configured for a User with this role:
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